Job description

***THIS IS A REMOTE POSITION***

NTI, Inc. prides itself on being a company that places Americans with disabilities and caregivers into remote positions.

Residents of the following states are NOT eligible for this position: Alaska, Hawaii, North Dakota, Puerto Rico, Rhode Island, US Virgin Islands, Vermont, Washington DC, and Wyoming.

Position Summary: We are looking for Full and Part-time CSRs for a Tax Program Group call center. This call center is open 7 days a week. Monday -Friday 9 am EST- 9 pm EST, Saturday 10 am- 7 pm EST, and Sunday 11 am-3 pm EST. Training classes start in Janurary and will be Full-time for 2 weeks Monday- Friday. In this position, you would be handling a high volume of inbound calls, chat, and emails from customers regarding inquiries and complaints in a financial/bank services environment.

Essential Duties and Responsibilities:

· Maintain a positive, empathetic, and professional attitude toward customers at all times.

· Resolve service problems. Clarify the customer complaint, determine the cause of the problem, select and explain the best solution to solve the problems, expediting correction or adjustment, and follow up to ensure resolution.

· Ensuring customer queries are answered to their satisfaction.

· Using platforms, tools, and systems to access the details of customers.

· Respond to customer queries in a timely and accurate way via email or chat.

· Address customers’ concerns related to the service and provide the best solutions for their needs via a variety of communication channels that could include email chat or social channels.

· Follow communication procedures, guidelines, and policies.

· Respond to customer inquiries with compassion and select the best solution in an efficient manner.

· Provide accurate and complete information by using the company’s communication methods.

· Escalate any customer complaints to the Operation Supervisor when needed and ensure solutions have been sort on the same on time.

Minimum Requirements:

· High school diploma or GED

· Ability to pass a background check

· 1-year customer service experience

· Strong computer skills with the ability to multi-task in several different computer applications at one time, while answering callers’ questions

· Demonstrate effective communication, composure, and a professional attitude

· Excellent verbal and written communication skills in English

· Knowledge of Microsoft Office, Google Docs, Forms, Sheets, and Virtual Desktop

· Excellent work attendance track record

· Willing to work in shifting schedules/holidays

· Willing to work in a rotational shift environment

· Ability to type at least 30 WPM

Preferred Requirements:

· Salesforce and Twilio experience

· 1 year of call center experience

Home Office Requirements:

· Windows 10

· Processor: Core i5/ at least a CPU of 2.0GHz or higher

· 256 GB of free hard drive space

· 8 GB of RAM

· Reliable High-Speed Internet with up to 10Mb download and 10Mb upload.

· Wi-Fi hotspots, dial-up, and satellite Internet connections are not accepted- the connection MUST be hardwired.

Physical Demands:
While performing the duties of this job, the employee is required to stand; or sit; use hands to finger, handle, or feel objects, and type on a keyboard; reach with hands and arms; balance; speak clearly and hear; Specific vision abilities required by the job include close vision depth perception, and the ability to adjust focus.

Work Environment:  
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EOE Disability/Vets

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.

Job Types: Full-time, Part-time, Temporary

Pay: $14.00 per hour

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift

Work Location: One location

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